13 Comments

  • Dan Cooper
    Community Moderator

    Hi Bill, 

    There are a few reasons I can think of why your team wouldn't be able to see all of your tickets. 

    • On Enterprise plans, you can choose the tickets that can be seen by an agent within the custom agent roles.  You'd go to People > Roles > edit (next to the agent role) and review the settings to ensure they have access to all tickets. 


    • The second is the Views they are looking at.  If you don't have a view that shows all tickets in it's logic, many agents will think they can't see all tickets even though they'd have access to them all via search.  The exception here is that closed tickets after 120 days will archive and will not show up in views at that point (although they are still in search.  Create a new view, or edit an existing one so that all tickets are shown if the role isn't the culprit. 
    1
  • Jessie Schutz
    Zendesk team member

    Hi Leif!

    You should still be able to see your Activities...can you show me a screenshot of what you're seeing now?

    0
  • Al Gee

    An end-user can still view all tickets, it's just called something different now. If you go to the user's profile, look in the left hand box towards the top for the "Access" field. There are two options, "Tickets requested by user" and "Tickets from user's org". The latter will allow the end-user to view all tickets that are opened in their organization, rather than tickets only requested by themselves.

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  • Leif Kruse

    Some users will see Tickets from the organisation, but some dont see that link. Even if they have same setup in organisations.

    If you look at the images I send earlier you will this is true. Sorry that the language on images is in norwegian.

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  • Jessie Schutz
    Zendesk team member

    Hey Leif!

    I don't see any screenshots on this post...can you try posting them again?

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  • Leif Kruse

    Hi


    You see that the Leif Kruse Test user has organisations, while the user Morten don't see them, even if both are configurated with organisations. It worked before with the old layout.

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  • Leif Kruse

    Any status on this topic?

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  • Graeme Carmichael
    Community Moderator

    Leif

    My Norwegian is a little rusty ;)

    For end users to see all tickets from an organisation, they have to belong to the organisation and have access to the tickets.

    Against each user you will see the access permissions (tilgan?) Leif Kruse Test user has access to all tickets in their organisation (saker fra brukers org?) While Morten can only see their own tickets (saker brukeren har anmodet ?)

    Alternatively, you can make the organisation shared. This will give all users that belong to the organisation access to all tickets.

     

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  • Leif Kruse

    But see yearlier you it worked, but I can se if I share it it becomes visible. Problem is that I don't wont that for everybody in the organization.

     

    But I Guess I will have to live with this.

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  • Bill Nemec

    Hello, can you please help me with this very issue - I need all my Agents to see all our Zendesk tickets.
    Currently that's not happening, and I can't speak Norweigian ;-)

    1. Is it an administrative action on the user's account that enables it, and if so - where in the UI?
    2. If it is on the User's side where it is done, same question? Please show me where in the UI to do this.

    Thank you,
    Bill

    Lumeta/FireMon

     

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  • Fernando Duarte

    Bill,

    Can you please elaborate on how your agents are not able to see all you tickets?

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  • Josh Horwitz

    I have Support Essentials.  How do I allow my end-users to see their own tickets? Is there a way for them to see tickets from others in their organization? Thanks.  The instructions above in this don't appear relevant. 

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  • Brett Bowser
    Zendesk Community Team

    Hi Josh,

    To give end-users the ability to track their own tickets outside of email you'd need to be on the Guide Professional plan which will give them access to the My Activities page in your Help Center. More information can be found in our Submitting and tracking requests in the Help Center Customer Portal (Guide Professional and Enterprise) article which I've linked for you.

    Once this is enabled you can navigate directly to the users profile within the agent interface and give them access to all tickets within an organization. You can find this by navigating to Admin>Manage>People, search for the users profile, then select edit to pull open their profile page. Screenshot for you below:

    To see what's available on your plan I would recommend taking a look at our Guide and Support plan comparison page which I've also linked for you.

    Let me know if you have any other questions :) 

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